BazaarCo Buyer Protection Policy

This policy explains when BazaarCo may protect Buyers by providing dispute handling, return support, replacement support, refund processing, or other corrective action for eligible Orders placed through the Platform.

This policy should be read together with the Terms & Conditions, Payment Policy, Return & Refund Policy, Shipping & Delivery Policy, and Grievance Redressal Policy.

1. Purpose of Buyer Protection

BazaarCo is an intermediary marketplace, but we aim to make purchases on the Platform safer and more reliable by maintaining a process for investigating eligible order problems and enforcing appropriate remedies against Sellers where justified.

Buyer Protection is intended to reduce the risk of loss where:

• a prepaid or properly placed Order is not fulfilled correctly;
• the delivered Product materially differs from what was listed;
• the Product is damaged, defective, incomplete, counterfeit, expired, or wrong; or
• a Seller fails to meet core marketplace obligations and BazaarCo determines that Buyer relief is justified.

Buyer Protection does not mean every complaint will automatically result in a refund. Relief depends on eligibility, evidence, timing, product category, and the outcome of BazaarCo's review.

2. Eligible Orders

Buyer Protection generally applies only to Orders that:

• were placed through the BazaarCo Platform;
• used BazaarCo's approved order and payment flow, or an approved Cash on Delivery flow where available;
• have an identifiable order record, payment record, and delivery or fulfillment trail;
• were not settled, paid, redirected, or materially modified outside BazaarCo's official channels; and
• comply with BazaarCo's policies and applicable law.

Orders arranged wholly or partly outside the Platform, including offline side payments, direct settlements, or off-platform delivery arrangements, may not be covered.

3. What Is Covered

Subject to review, BazaarCo Buyer Protection may apply in the following situations:

For some issues, BazaarCo may offer a replacement, repair support, store credit, partial refund, or other commercially reasonable resolution instead of an immediate full refund.

4. What Buyer Protection Does Not Cover

Buyer Protection may be denied, reduced, or limited where:

• the issue arises from ordinary wear and tear after successful use;
• the Product was damaged after delivery by misuse, negligence, alteration, improper storage, or unauthorized repair;
• the complaint is based only on minor variation in packaging, color, size, or style that is customary, disclosed, or not material;
• the Buyer changes their mind on a non-returnable or excluded item;
• the Product falls within a disclosed non-returnable category unless defective or unlawful;
• the Buyer refuses to cooperate with reasonable investigation steps;
• the Buyer provides false, inconsistent, or fraudulent information;
• the Buyer rejects delivery without valid cause instead of using the return or complaint process;
• the transaction occurred outside BazaarCo's approved payment or communication channels; or
• the claim is made so late that the facts can no longer be reasonably verified, unless mandatory consumer rights require otherwise.

5. Protection Window and Claim Timing

To improve the chances of a successful claim, Buyers should act promptly:

• for visible delivery damage, wrong item, missing parts, or tampering, report the issue as soon as reasonably possible after delivery;
• for most standard issues, raise a complaint within 7 days of delivery unless another policy, product page disclosure, or mandatory law provides a different period;
• for non-delivery, raise the issue once the expected delivery period has reasonably passed;
• for counterfeit, unlawful, or materially misdescribed Products, BazaarCo may review claims outside the ordinary window where the facts remain verifiable or where required by law.

Failure to report promptly does not automatically remove rights required by law, but it may affect what BazaarCo can verify and what remedy is reasonably available.

6. How to Make a Buyer Protection Claim

To request protection:

1. Go to My Orders and open the affected Order.
2. Use the complaint, dispute, return, or support option provided for that Order.
3. Describe the issue accurately and upload supporting evidence where available.
4. Keep the Product, packaging, invoice, and delivery records until the case is resolved unless BazaarCo tells you otherwise.

You may also contact BazaarCo through:

• Email: support@bazaarconepal.com
• WhatsApp / Phone: +977 9700053075

More formal escalations are handled under the Grievance Redressal Policy.

7. Evidence and Buyer Responsibilities

The Buyer should, where reasonably possible, provide:

• order number and transaction details;
• photographs or videos of the Product, packaging, shipping label, or defect;
• a clear description of what was wrong;
• proof of delivery issue, payment issue, or communication with the Seller; and
• any other information BazaarCo reasonably asks for to verify the claim.

Buyers must:

• provide truthful and complete information;
• preserve the Product in substantially the condition received until review is completed, unless doing so is unsafe or unreasonable;
• not tamper with, resell, or dispose of the Product before inspection if BazaarCo has requested preservation; and
• cooperate with pickup, return, inspection, or support instructions.

8. BazaarCo Review and Seller Response

When a claim is raised, BazaarCo may:

• acknowledge the complaint and open a case;
• request evidence from the Buyer and the Seller;
• review order logs, chat records, payment records, and delivery scans;
• pause Seller payout for the affected transaction while the issue is investigated where appropriate; and
• decide the case based on the available evidence, applicable policy, and relevant law.

Sellers may be required to respond within a reasonable period set by BazaarCo. Failure to cooperate may result in BazaarCo deciding the matter based on the available record and taking enforcement action against the Seller.

9. Possible Resolutions

Depending on the case, BazaarCo may facilitate or direct one or more of the following outcomes:

• full refund;
• partial refund;
• replacement;
• return with refund;
• repair support where suitable;
• re-dispatch of missing or incomplete items;
• store credit, if agreed by the Buyer; or
• dismissal of the claim where the evidence does not support relief.

Where a refund is approved, the refund may include the product price and, where appropriate, taxes and eligible delivery charges, subject to the reason for refund, the governing policy, and applicable law.

10. Refund Method and Timeline

Approved refunds are generally processed:

• to the original prepaid payment method where feasible;
• by bank transfer, wallet reversal, or another lawful method where the original method is unavailable or unsuitable; or
• through a process suitable for Cash on Delivery orders, such as bank transfer or store credit where permitted.

Processing time may vary by payment provider, banking system, and case type. BazaarCo aims to process approved refunds promptly after the final decision or successful return verification.

11. Misuse of Buyer Protection

Buyer Protection must not be abused.

Examples of misuse include:

• filing false or repeated baseless claims;
• swapping, damaging, or using Products and then claiming arrival defects;
• manipulating delivery records or payment disputes;
• initiating a chargeback after already receiving a refund; or
• colluding with a Seller or third party to create fake transactions.

If BazaarCo finds misuse, we may deny the claim, reverse credits where lawful, suspend the account, restrict payment methods, block future claims, or take further action under the Terms & Conditions.

12. Relationship with Other Policies and Law

This Buyer Protection Policy supplements, but does not replace:

• the Return & Refund Policy,
• the Cancellation Policy,
• the Payment Policy, and
• any non-waivable consumer rights available under the laws of Nepal.

Where Nepali law gives a Buyer a mandatory remedy, that legal right prevails over any narrower platform rule.

13. Contact

• Support email: support@bazaarconepal.com
• Phone / WhatsApp: +977 9700053075
• Support hours: 8 AM - 8 PM, Sunday - Friday

If a complaint is not resolved through ordinary support, please use the Grievance Redressal Policy.